We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 360264 results
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Decision Reference DRN-4596750
5 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4596750 The complaint Mr and Mrs S are unhappy that Santander UK Plc hasn’t refunded them after they fell victim to an investment scam. What happened The background to this complaint is well-known to both parties and so I’ll only summarise the key details here. Mr and Mrs S were approa... (3 pages)View decision -
Decision Reference DRN-4509208
5 Mar 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4509208 The complaint Mr R complains that The Prudential Assurance Company Limited has refused to allow him to change the selected retirement date on his pension despite having told him he could do this. He also complains that there are a series of selected retirement dates for his pen... (8 pages)View decision -
Decision Reference DRN-4418847
5 Mar 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4418847 Complaint Mr H is unhappy that Starling Bank Limited hasn’t reimbursed him after he fell victim to an investment scam. Mr H is represented in bringing this complaint, but for simplicity’s sake I’ve generally referred to him in the text of the decision. Background In January 202... (2 pages)View decision -
Decision Reference DRN-4290692
5 Mar 2024 OneSavings Bank Plc Not upheldMortgagesDRN-4290692 The complaint Mrs H and Mr H complain about the service OneSavings Bank Plc trading as Kent Reliance (OSB) provided when they applied to re-mortgage. What happened In June 2022 Mrs H and Mr H applied to re-mortgage with OSB through a broker. OSB issued a mortgage offer at the b... (4 pages)View decision -
Decision Reference DRN-4663331
5 Mar 2024 The Mortgage Business Plc UpheldMortgagesDRN-4663331 The complaint Mr and Mrs D’s complaint about The Mortgage Business Plc (TMB) relates to the repeated sending of correspondence to them by TMB when they had assured them they would not. What happened Mr and Mrs D held a mortgage with TMB but when they ran into financial difficul... (3 pages)View decision -
Decision Reference DRN-4448802
5 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4448802 The complaint Mr W complains that HSBC UK Bank Plc (HSBC) didn’t send him a letter, about persistent debt on his credit card, by email as was his stated preference. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. In... (2 pages)View decision -
Decision Reference DRN-4612043
5 Mar 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4612043 The complaint Mr K complains that Ageas Insurance Limited (“Ageas”) cancelled his car insurance policy and applied unfair charges when issuing a refund. What happened Mr K renewed his policy with Ageas and included his wife as a named driver. He says he disclosed that his wife ... (3 pages)View decision -
Decision Reference DRN-4459029
5 Mar 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4459029 The complaint Ms D complains about the administration of her stakeholder pension plan by ReAssure Limited (ReAssure). She says ReAssure hasn’t provided sufficient information about the charges deducted from her plan. Ms D complains that information about charges was provided to... (6 pages)View decision -
Decision Reference DRN-4663178
5 Mar 2024 The Mortgage Works (UK) Plc UpheldMortgagesDRN-4663178 The complaint Mr C complains about the way that The Mortgage Works (UK) Plc (TMW) administered a transfer to a new interest rate product on a buy-to-let mortgage. What happened Mr C has a buy-to-let mortgage with TMW. In June 2023, he arranged a new fixed rate to start in Septe... (3 pages)View decision -
Decision Reference DRN-4465703
5 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4465703 The complaint Mr H complains about a number of payments debited from his business current account (“account”) with HSBC UK Bank Plc (“HSBC”). What happened In November/December 2022 Mr H signed up for a subscription service with a company that I will call “B” at a cost of £19.9... (2 pages)View decision
